Why Zendesk is Moving to Agent Home
Why is Zendesk transitioning to Agent Home?
Zendesk is transitioning to Agent Home to better support modern service needs and improve customer experience. The legacy agent dashboard, while useful, lacked customization and real-time capabilities. Agent Home addresses these gaps by offering enhanced support for messaging, smart sorting, and a real-time view of conversations. This change allows Zendesk to focus on future CX improvements and ensure all customers benefit from the latest features.
More related questions
What is the new default experience for Zendesk Agent Workspace customers?
Zendesk is rolling out Agent Home as the new default experience for customers using the Agent Workspace. This change aims to enhance the transition from the legacy agent dashboard by introducing features like intelligent sorting and real-time…
What are the key differences between Agent Home and the legacy dashboard?
Agent Home offers several enhancements over the legacy dashboard, including real-time updates for messaging tickets, smart sorting, and visibility of CCs and followers. Unlike the legacy dashboard, which was largely uncustomizable, Agent Home…
Do I need to take any action for the Agent Home rollout?
If your team doesn't use the legacy agent dashboard, no action is required for the Agent Home rollout. However, if your team relies on the legacy dashboard for tasks like finding unassigned tickets, you should create views to replicate the old…
How can I try out Agent Home before it becomes the default?
You can activate Agent Home in your Zendesk account or sandbox to try it out before it becomes the default experience. This allows you to familiarize yourself with its features and make any necessary adjustments to your workflow. If you have…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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